Google Nest hub 2nd gen no power/black screen

[LeahBrehm]

Hi! I’ve had two google nest hub 2nd generation devices and both continue to show black screens. I’ve switched cords, done reboots, and don’t factory resets on both. It feels like as soon as I get one working, the other goes black. Can someone help me? 

[LeahBrehm]

Tried doing this. Nothing came on - still getting the black screen. 

[Dan_A]

Hi folks,

@MikeClark, thanks for the help.

@LeahBrehm, we're sorry to hear that you're having trouble with your 2 Nest Hub 2nd Gen and we appreciate you taking the necessary steps. Could you confirm if this is about a black screen or if it really loses power? Black screen might still indicate that it has power by checking the LED lights, check if the volume changes if you press the buttons found at the back. Does it still respond or not at all. Also, when and where did you buy your 2 Nest Hubs?

We'll be waiting for your response.

Best,

Dan

[LeahBrehm]

Hey there - it’s a black screen. I believe it still has power as when I tried to open and close the lens, the light turned on and off indicating there was power. However nothing happens when I try to adjust the volume. I bought these as a 2-pack at Costco. 

[Dan_A]

Hi LeahBrehm,

Thanks for the reply. Could you confirm the brightness offset in the Google Home App isn't set too low. Here's how:

1. Make sure the mobile device is linked to the same account as the Google Nest or Home device.
2. Open the Google Home App.
3. Select the Nest Hub display.
4. At the top right, tap Settings > Display.
5. Locate the Auto-brightness offset slider.
   • To increase the brightness, move the slider to the right (Brighter).
   • To decrease the brightness, move the slider to the left (Dimmer).

Keep us posted.

Regards,

Dan

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[LeahBrehm]

It’s not allowing me to update the volume in my app as it says the device is offline? Thoughts? 

[Juni]

Hi LeahBrehm,

Thanks for the response. It seems like the issue for the power is already resolved, that's good to know. For the offline message in the Google Home app you can go ahead and force close and reopen your Google Home app to refresh. Once back on try it again. 

Let me know how it goes.

Regards,

Juni

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[LeahBrehm]

Yes, I am still having trouble. I tried forcing close and reopening and it still wont show up in my dashboard. I also cannot get the screen to turn to anything other than black. 

[Dan_A]

Hey there,

When did you buy your Nest Hub 2nd Gen? Was it already like that when you bought it from Costco? Also, when you mentioned you did a reset, was it a full factory reset? Could you confirm if it's the same as the steps on this guide? Does it respond when giving any voice commands? This is happening on both your Nest Hubs, correct?

Looking forward to your responses.
 

Best regards,

Dan

[LeahBrehm]

I bought both on 5/30/22. They were working for a bit and then both starting doing this. I did the full factory reset on both and got one back working for the time being but the other I cannot get to go past the black screen. It was the same steps within the guide. No response to voice commands. 

[Dan_A]

Hi LeahBrehm,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Thanks,

Dan

[LeahBrehm]

Done! Let me know what else you need from me. Thank you!

[Dan_A]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers,

Dan